LA ISG Service Engagement Manager (SEM)

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As a Service Engagement Manager (SEM), you will own the end-to-end coordination of support service activities between the customer and Lenovo support teams to drive service requests and orders to successful conclusion. You will act as the single point of contact for customer escalations, ensuring clear ownership, communication, and facilitation of problem-solving across involved teams. This role suits a highly organized, customer-advocacy minded professional with strong analytical capability, confidence engaging with senior stakeholders, and technical competence in server technologies.

Role Responsibilities will include but not be limited to the following:

- Manage open service requests and orders through to successful conclusion.
- Collaborate with the Technical Team Lead to optimize SLA adherence and performance.
- Maximize the value of the customer’s investment in Lenovo products and services throughout the end-to-end customer lifecycle.
- Ensure effective ownership, communication, coordination, and facilitation of support service activities between the customer and internal support teams.
- Act as the single point of contact for customer escalations, coordinating and overseeing problem-solving across all involved parties.
- Develop and deliver post-incident reports for all critical support incidents and adhere to customer support plans and relationships.
- Use complex analytical skills to recognize trends, improve performance, and support proactive maintenance initiatives based on best practices and statistical data trends.
- Lead complex service delivery processes, driving creative resolutions to complex problems and ensuring contractual support service deliverables are understood and managed effectively.
- Drive proactive issue resolution and escalation management to minimize customer impact.
- Establish governance models and lead regular service review meetings with customers.
- Ability to work cross functionally in an international environment

Requirements

- General understanding of / and technical competence in server technologies.
- Ability to effectively interact and communicate with senior executive level personnel.
- Excellent communication and interpersonal skills.
- Excellent organizational skills; self-starter with experience managing multiple initiatives simultaneously in a demanding and changing environment.
- Strong analytical capability to recognize trends and support performance improvement.
- Business fluent Portuguese and Spanish.
- Previous experience in Project Management / Program Management or Escalation Management.
- Bachelor's degree in computer science, business, engineering or equivalent.
- 5+ years relevant experience (customer-facing, large accounts, industry related)
- Build key relationships and effective networks
- Ability to influence cross functionally and in a matrix environment
- Strong communication skills (written, verbal and listening)
- Results driven with the ability to set, meet, and exceed targets.
- Ability to maintain composure during difficult and high-pressure situations.
- Ability to work cross functionally in an international environment
- Outstanding analytical capabilities and familiarity with excel & PPT, SAP, Power BI experience is preferred.

We believe in treating each other with respect and dignity. We judge all applicants and employees by their qualifications, demonstrated skills and achievements without regard to race, color, religion, gender, gender identity or expression, national origin, ethnicity, sexual orientation, sex, age, disability, veteran status, marital status or any other characteristic protected by local law. When necessary, Lenovo will provide reasonable accommodations for employees with disabilities or those with special religious requirements. All employees help to create a positive work environment by adhering to these standards.